Introduction to Workwarp and the Role
At Workwarp, we are passionate about delivering exceptional service experiences that exceed our customers' and partners' expectations. As a company that values continuous improvement and innovation, we are seeking an experienced Shared Services Manager, Partner & Customer Service to join our team. This role offers a unique opportunity to work remotely and make a significant impact on our contact center service experiences. If you are a motivated and results-driven professional with a passion for continuous improvement, we encourage you to apply for this exciting opportunity.
Position Overview
As a Shared Services Manager, Partner & Customer Service, you will play a critical role in improving contact center service experiences for our customers, partners, and agents. You will work cross-functionally to identify opportunities for improvement, implement countermeasures to eliminate waste, mitigate risk, reduce costs, and drive operational excellence. Your expertise in continuous improvement tools and methods will be essential in driving transformational improvement projects and coaching cross-functional partners through problem-solving activities.
Key Responsibilities
- Lead continuous improvement efforts to evolve the service experience delivered by our contact centers, pairing operational excellence with continuous improvement skills and expertise to coordinate and lead transformational improvement projects.
- Coach and mentor cross-functional partners through problem-solving activities and improvement projects to eliminate waste, reduce costs, and drive operational excellence.
- Educate team members on operational improvement and continuous improvement principles.
- Coordinate solutions to mitigate digital fraud and service recovery concession abuse in the contact center.
- Collaborate with stakeholders to develop and implement strategies that drive brand affinity, grow customer loyalty, and reduce contact volume.
Essential Qualifications
To be successful in this role, you will need:
- 5+ years of experience working across functional areas to develop effective business solutions that align with company and business unit/department objectives.
- 3 years of experience in implementation and/or project management.
- 3+ years of experience conducting requirements gathering and analysis.
- Expertise in building and establishing relationships across multiple levels, both within and external to the organization.
- Strong influencing and change management skills.
- Ability to work in a fast-paced and changing environment.
- Strong decision-making skills and the ability to apply a structured problem-solving framework.
- Process improvement experience (formal or informal).
- Bachelor's degree or significant relevant experience.
Preferred Qualifications
While not essential, the following qualifications are desirable:
- Hands-on experience designing tools for operations supporting contact centers or customer experience.
- Strong organizational planning, development, and business judgment.
- Demonstrated history of delivering innovative solutions.
- Experience facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use.
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a cross-functional team environment.
- Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Proficiency in continuous improvement tools and methods, such as Lean or Six Sigma.
Career Growth Opportunities and Learning Benefits
At Workwarp, we are committed to the growth and development of our employees. As a Shared Services Manager, Partner & Customer Service, you will have access to a range of training and development opportunities, including:
- Continuous improvement training and certification programs.
- Leadership development programs.
- Opportunities to work on high-visibility projects and collaborate with senior leaders.
- A comprehensive onboarding program to ensure your success in the role.
Work Environment and Company Culture
At Workwarp, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a dynamic and collaborative team that values flexibility, work-life balance, and open communication. Our company culture is built on the following principles:
- A commitment to diversity, equity, and inclusion.
- A focus on employee well-being and mental health.
- A culture of continuous learning and development.
- A collaborative and supportive work environment.
Compensation, Perks, and Benefits
We offer a competitive salary and a range of benefits, including:
- Comprehensive health insurance.
- Retirement savings plan with company match.
- Flexible paid time off and holidays.
- Opportunities for professional growth and development.
- Access to exclusive employee discounts and perks.
Conclusion
If you are a motivated and results-driven professional with a passion for continuous improvement, we encourage you to apply for this exciting opportunity. As a Shared Services Manager, Partner & Customer Service, you will play a critical role in driving operational excellence and delivering exceptional service experiences for our customers and partners. Don't miss out on this chance to join our dynamic team and take your career to the next level. Apply today!
We Encourage You to Apply!
Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply now and take the first step towards an exciting and rewarding career with Workwarp.
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